Senior CRM Retention Specialist

Trader Interactive

Senior CRM Retention Specialist protecting and growing value of CRM customer base through proactive and reactive churn prevention. Engaging and retaining dealers with structured outreach and reporting.

Posted 7/24/2026full-timeRemote • Virginia • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention strategies, including proactive retention programs and reactive churn recovery, with a strong analytical mindset and experience in CRM platforms. Capable of leading customer conversations and collaborating cross-functionally to drive retention outcomes.

Highest-signal resume keywords

SaaS Customer RetentionChurn PreventionCRM Platform ExperienceCustomer Health ScoringCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Churn ReportingRetention PlaybooksCustomer Success ManagementRenewal ConversationsData AnalysisRisk Scoring ModelStructured Outreach CadencesObjection-Handling ScriptsNegotiation SkillsExit Interviews

Soft Skills

Customer-Facing CommunicationDe-Escalation SkillsProblem-SolvingInterpersonal SkillsNegotiation

Tools & Technologies

CRM PlatformsChurn Dashboards

Industry Keywords

Dealer TechnologyCustomer SuccessSaaSGRR MetricsRetention Strategy

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

Monitoring customer health signals across the DP360 dealer base — usage patterns, feature adoption, NPS, support ticket volume, and renewal timelines — to flag at-risk accounts before churn intent is expressed.
Maintaining and refining a customer risk scoring model, and executing structured outreach cadences that re-engage dealers and reaffirm CRM ROI.
Partnering with Sales to co-own renewal conversations, and with Marketing on targeted re-engagement campaigns for disengaged segments.
Owning the save process for customers who’ve submitted cancellations or signaled strong intent to leave, leading structured recovery conversations to retain the account or negotiate resolution.
Building and maintaining a library of reactive retention playbooks — objection-handling scripts, concession frameworks, and win-back offer guidelines.
Conducting structured exit interviews with churned customers and feeding root cause data back into retention strategy.
Owning churn reporting for DP360 — producing regular analysis of churn volume, revenue impact, cohort trends, and risk concentration by segment.
Building and maintaining a structured view of the CRM competitive landscape, monitoring competitor pricing, features, and switching incentives.
Acting as the primary CRM retention voice across DP360, feeding structured churn intelligence into Product planning and quarterly business reviews.

Requirements

What you’ll need

2–4+ years of experience in a SaaS customer retention, customer success, or account management role with direct exposure to churn prevention — CRM or dealer technology experience preferred.
Demonstrated experience managing both proactive retention programmes and reactive churn recovery, with measurable results against GRR or equivalent revenue retention metrics.
Strong customer-facing communication skills — able to lead difficult conversations with dealership owners and GMs, de-escalate frustrated customers, and negotiate outcomes that protect revenue relationships.
Analytical mindset with hands-on experience working with CRM platforms, churn dashboards, and customer health scoring models.
Experience working cross-functionally with Product, Support, Sales, and Marketing teams to drive coordinated retention outcomes.
Genuine interest in learning dealership operations and CRM workflows in depth — this is a specialised role requiring product expertise, not a generalist retention position.
Proven ability to structure and document playbooks, root cause frameworks, and retention reporting.
Must be based in the United States or Canada with eligibility to work without sponsorship.

Benefits

Comp & perks

An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world.
The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 2,500 team members worldwide, and our CAR Group Tour means you might just find yourself working in one of those businesses sometime soon.
Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program.